Help and General FAQ

Because we are a custom builder offering so many options, sometimes buying our products online can be overwhelming. If you prefer to talk to a real person about your purchase, please call us at 1-800-333-9953 or visit our contact page.

Returns and Refunds

How do I return a product for a refund?

Pedestals are custom-made items and therefore non-returnable. Please make your selection carefully and feel free to call our service representatives at 800-333-9953 for any further information.

How do I return a defective product for replacement?

We are dedicated to mind-blowing customer service and so have made the process for replacement as painless for you as possible. The first step is to call 800-333-9953 to confirm that the product is indeed defective. If it is, you'll be given an RMA number
and instructions on how to ship it back to us. Please make sure that all parts are rewrapped and protected in the box. A refund or replacement product will be sent once the original product is received. Please let us know if you need
expedited service.

How do I get my replacement faster?

Our general policy is to send out replacements only after we have received the defective product. We then ship the product regular ground. If you need the product quickly, you may purchase the new product and have it sent on rush order. Then once the
original product is received and inspected, we will issue a refund to your account.

My Order

Something is missing in my order.

Thoroughly check the entire package and box. Kits are sometimes attached to packaging materials and occasionally overlooked. If you can't find something, call our customer service representatives at 800-333-9953, and let us know what you're missing.

What I received is different from what I ordered.

Please call customer service at 800-333-9953 and let us know what the problem is. If we have made a mistake, we'll fix it immediately.

I canceled my order, but it was still shipped.

Once you hit the “buy" button an order is created. You must call to cancel an order. If the package has already been sent, call us and our customer service representatives will issue you instructions on how to proceed.

What's the status of my order?

Most orders are processed and shipped within 1-2 business days. Out-of-stock items ship in 1-3 weeks. You can use the UPS in-transit map to help determine when a package will arrive. When your package is shipped, you'll receive an email
from UPS with your tracking number. You can then come back to this site and track your package.

My package arrived one day after the estimated date; may I get my shipping refunded?

No. UPS and FedEx do not guarantee ground shipping to residential addresses. Some air shipments are guaranteed but it is extremely difficult to get a refund for late delivery. Shipping refunds for late air shipments will be decided on
a case by case basis.

You may have charged my order twice.

We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we will issue a credit quickly. Please call us before you call
your credit card company. If there is an incorrect charge, we will help rectify it immediately.

Shipping

Something is damaged during shipping.

Always inspect your package as soon as it arrives. If the delivery driver is still present, have him note the damage. This will make it easy to process a claim with the shipping company. Then call us and let us know about the damage so
we can file a claim with the shipper and get your product replaced. You will be given instructions on the phone about how to return the damaged product.

Note: You must file this report within 5 business days after receiving the order.

My package arrived one day after the estimated date; may I get my shipping refunded?

Unfortunately, no. UPS and FedEx do not guarantee ground shipping to residential addresses. Some air shipments are guaranteed, but it is extremely difficult to get a refund for late delivery. Shipping refunds for late air shipments will be decided on
a case by case basis.

I need something shipped outside the continental United States.

E-mails will be answered only during business hours. Our normal e-mail response time is 2-24 business hours. During peak time such as Monday, response to emails may be delayed.

Ordering outside the continental United States

Since shipping charges vary for orders shipped outside the continental United States, please call us with the specifics of your shipping needs so we can supply you with a quote. You can provide us with this information by phone at 800-333-9953.

Contacting Us

I sent an email twice, but received no reply.

Emails will be answered only during business hours. Our typical email response time is 2-24 business hours. During peak times, such as on Monday, response times to emails may be delayed.

I called your office, but no one answered.

Our business hours are 8 a.m. to 5 p.m. Mountain Standard Time (MST), Monday through Friday. Phone calls will not be answered outside of business hours. During business hours, we try to answer every call right away, but occasionally you will get our answering
machine or answering service. In this case, please leave us a message and we'll respond as soon as possible. If your question isn't immediate, send us an email and someone will be in touch typically within a few hours. Our office is
closed during most national holidays.

About the Product

How much will it hold?

Typically our standard pedestals hold up to 200 lbs. However…

We typically rate our pedestals far below their ability to hold a static load, to be certain that no damage could be done to your piece. That being said, we've tested a load of 1,800 lbs on a very thin-walled pedestal -- successfully! This was a zany, extreme test to prove the integrity of our products and certainly NOT what we recommend our customers to try.

What qualifying questions should I consider regarding stability?

Considering the piece you will be displaying, is your pedestal going to end up top heavy? Remember this: the smaller the footprint + the taller the pedestal = the faller!

Is the piece well balanced over the pedestal?

Is the piece anchored to the pedestal?

Is the pedestal located in a place where it can be bumped or hit by a powerful wind gust?

Is the piece being displayed lightweight and susceptible to wind gusts?

When do I reinforce the top?

When very heavy pieces are placed with a small amount of contact area, while still well within the pedestal's edges -- this could possibly cause sagging. This is somewhat of a judgement call, so please call us and ask if you are unsure.

When a piece is going to be bolted on and would create unusual stress on the top plate. For example, a cantilevered piece might create such a situation.

In either of the above cases, we would double up on the top thickness and likely place "floor joists" underneath. We would also place extra bracing along the vertical joints to create an extra hefty joint.

Lighting? Why do I need lighting?

Lighting is one of the most important features in displaying your piece. Lighting can make a piece go from blah to BAM! A spot light would most benefit a translucent piece lighting it up from the inside out. Ambient tops and overhead lighting
are amazing options for any piece. If you are confident of where you piece will be most appreciated, it is also totally acceptable (and affordable) to install overhead ceiling lighting.

When do I anchor or stabilize my pedestal?

If there is any concern that your piece could be broken or harm someone. This is mainly a personal judgment call. We suggest the following methods for increasing stability:

Order museum/quake wax. This is a clear, stainless and removable putty that helps absorb jarring bumps, so your piece doesn't have to. San Francisco tested!

Add a false bottom. We can add a simple and removable "false bottom" panel to your pedestal, allowing you to place sandbags inside your pedestal and re-attach the panel. This lowers the center of gravity and simply
adds mass to the pedestal, making it more resistant to bumps.

Can I have my pedestal constructed with dimensions not listed in your standard sizing chart?

While we assembled our sizing chart to include the most commonly ordered display sizes, we also love to work with our clients to build the display of their dreams. Should your desired dimensions differ from what is listed, we can most likely still make
it. If you can dream it, we can build it.

Why do I need lighting?

Lighting is one of the most important features in any display -- it can transform a piece and establish ambience in any environment. Our spotlight would most benefit a translucent piece, lighting it up from the inside out, while ambient light tops compliment
more opaque pieces. Downlighting pairs well with our showcases and puts your piece at the center of any room's focus. If you are confident of where your piece will be most appreciated, installing overhead ceiling lighting is also an
option.

I want to change out the bulb in my spotlight or ambient light pedestal; what types of bulb can I use?

WARNING FIRE HAZARD: DO NOT USE INCANDESCENT BULBS! Incandescent light bulbs produce too much heat and, when installed in our pedestals, can cause them to melt
or burn the pedestal. We only recommend using either a compact fluorescent or LED bulb, which come in a variety of colors and lumen levels. If you have any questions about your lighted display, please call us.

How can I keep my pedestal clean?

Windex is a great cleaner for all of our laminates and acrylics. Our wood veneers are made of real wood, so any quality wood furniture cleaner (Pledge, Weiman, etc.) works well for those products.

I don't see the exact finish I want. Can you help?

We have listed on our site a large selection of the most popular or classic finishes. That being said, the possibilities are practically endless. If you see a finish you want elsewhere, get us a sample or a part number and we can quote and craft your
perfect custom display.

I want my sculpture to spin on the pedestal, but what if my piece is too big for a turntable?

Our turntables are raised 1/8" off the top of the pedestal so that if your piece slightly exceeds the diameter of the turntable, it won't scrape against the pedestal. However, we highly recommend that your piece remain contained within the area of the
turntable platter itself. When ordering, please specify the diameter of the platter and realize that we typically make the platter about 1.5" smaller than the outermost diameter or dimensions of the pedestal.